Analyst

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  Location

  (INDIA) and Noida

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  Job Reference

  20061

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  Functional Area/Experience

  IT / Fresh Graduate

Job Description & Qualifications

HCL Technologies [HCLT] is a leading provider of business transformation, enterprise and custom applications, infrastructure management, business process outsourcing, and engineering services.

Leveraging its extensive global offshore infrastructure and network of offices in 26 countries, HCLT delivers solutions across a wide range of verticals such as financial services, manufacturing, consumer services, public services and healthcare.

Qualification: B-Tech

Experience: 0-2.5 Years

Skills: Program Management

Job Description:

• To maintain high login Efficiency (Availability) for customers.
• To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time.
• To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be.
• Work on value adding activities such Knowledge base update and self development.
• To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
• To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases.